Boys & Girls Aid
  • 01-Dec-2017 to 08-Jan-2018 (PST)
  • Advancement - General Administration
  • Portland, OR, USA
  • 12.40-13.63/hr
  • Hourly
  • Part Time

We are an equal opportunity employer; including veteran and/or disability status

General Information:

Job #17-54

Common Job Title: Office Administrator

Non-Exempt 

Part-Time 

Standard shift hours/Hrs. per week: 20 hours/week

Hiring Range: $12.40/hr.- $ 13.63/hr.

 

Essential Functions:

This position serves as a Part-time Program Information Coordinator with some front desk/reception duties through rotations.

Program Information Coordinator Duties

Performing the following may involve travel, including driving, to various locations.

  • Under the direction of the Program Information Coordinator II, serve as a lead customer service professional to represent Boys & Girls Aid programs, AdoptUSKids, agency trainings and DHS foster care and Agency programs include: Infant Adoption and Foster Care Adoption; and Foster Family recruitment. Incoming calls are routed by the general program information phone line, the program phone numbers and the 1-800 phone for statewide DHS service.
  • Demonstrate extensive external and internal customer Respond graciously and promptly to telephone inquiries and emails. Create an effective service environment through a professional attitude brevity, pleasantry, and sincerity.  Identify, focus, and prioritize top expectations of clients through strategic listening expertise. Make referrals to appropriate programs at the agency or outside of the agency.
  • Apply in-depth knowledge of agency programs when providing customers with program information to actively engage adults in partnering with the Agency and DHS Provide each person with timely information and effectively assist them to take the next steps: answer additional questions, make a reservation for an orientation or training, send a packet of information, schedule follow-up communication. Respond to inquiries from birthmothers and hospitals regarding pregnancy counseling and connect callers with a clinician immediately.
  • Serve as a member of Advancement team and contribute to team success by providing suggestions for improved marketing, customer service, and
  • Enter marketing and customer information into Inquiry Monitor tracking fields and seek enhancements to system. Conduct follow up calls and emails as appropriate.
  • Promptly send information packets based on customer request and program requirements such as DHS Coordinate with Support Services Coordinator and adoption clinicians to ensure all program materials are effective and timely.
  • Facilitate Spanish or mono-language translations when
  • Manage public program calendar to best assist prospects with taking next Coordinate with Recruitment and Adoption specialist teams to acquire training and information session logistics and keep updated on intranet calendar.
  • Support program recruiters and Director of Communications & Marketing with administrative duties to include data input, mailings, special projects and any additional work as
  • Provide set-up and support for monthly Foster Care, Foster Care Adoption, Infant Adoption Information sessions/orientations; quarterly Infant Adoption and Foundations trainings; and monthly SNACC/COAA
  • Regular and reliable attendance is May work nights and weekends.
  • Assist with Oregon Heart Gallery by receiving and processes referrals, coordinating photo shoots, managing photos, tracking photographers and any additional duties as
  • Assist with Child Specific Recruitment by receiving and processing
  • Assist with Information Sessions and may present Info Sessions when

Agency/Front Desk Support Duties

  • Regular, predictable, and punctual attendance according to a schedule is required.
  • Provides internal and external communication functions that include but are not limited to responsive and accurate customer service, screening and directing incoming switchboard calls, and greeting and directing the public, following established standards and
  • Transmits necessary information during transition periods efficiently, effectively and courteously to employees who also provide front desk
  • Opens switchboard on scheduled morning rotations and opens building according to established standards and
  • Monitors vehicle checkout system, including distribution and check in of vehicle Maintains monthly vehicle log.
  • Greets all visitors and issues visitor
  • Disperses incoming electronic faxes to staff in a timely manner and calls staff when outgoing faxes do not go Maintains confidentiality of all incoming and outgoing fax communications.
  • Receives, organizes and distributes completed applications and resumes for open employment
  • Processes daily mail and ensures the accurate and timely dissemination of mail to staff mail
  • Emails or mails response notes to employment applicants upon receipt of application

Other Duties

  • Under the direction of the Program Information Coordinator II, process Infant Adoption, Foster Care Adoption, and Foster Care applications by opening case in database, contacting families, and making hard files for Child & Family Services clinicians.
  • Respond to volunteer and intern inquiries, assist in mailing applications packets and manage files.
  • Provides general administrative support for agency administration and other departments as assigned by supervisor, including but not limited to typing, filing, drafting and editing correspondence, copying, collating, organizing, filing and
  • Coordinates with the Executive Assistant & Admin. Supervisor to provide for general administrative support for agency administration and other departments as
  • Works with agency Research & Evaluation Director in miscellaneous tasks to support the program evaluation activities of the organization.

Secondary Functions:

  • Assists team in maintaining professional appearance of switchboard and reception area.
  • Assists with inventorying and purchasing agency supplies, including print cartridges, supplies for the supply room and agency trainings and meetings.

Qualifications and Job Requirements:

Must be able to provide appropriate services and interact appropriately with people from diverse socio-economic, racial, ethnic, and other cultural groups, considering their needs and impact of the interaction.

  • Job Knowledge: Relevant abilities, skills, training equivalent to an entry level professional, with broad knowledge of business/social sector areas. Ability to perform independently, with intermediate skills in multi-tasking. Related education or training in communications, psychology or social work field may substitute for experience, but a person in this position must have demonstrated ability to communicate effectively to meet position objectives. Level 4
  • Supervising: Not responsible for supervisory activities. May occasionally be asked to orient or train new employees, or provide special project direction to co-workers in similar job functions. Level 1
  • Decision Making: Works independently within prescribed guidelines. Supervision is available for complex interactions and decisions. Level 3
  • Interpersonal Skills/Interactions: Interactions are with a wide range of community members interested in adoption, shelter services and foster care. Communication skills are critical and must be well refined, energized and persuasive. At times, interactions with others may be complex, demanding or difficult. Level 3
  • Impact: Customer service and satisfaction is an important part of the job, actions influence caller's sense of satisfaction. Ability to influence call outcomes is limited to personal interactions and follow up actions. Supports programs but does not develop policy or program direction. Level 3

Additional Skills & Abilities:

  • Must be able to work independently and in a cross-functional team environment.
  • Must be able to present complex information to phone callers in an effective way.
  • Must be able to present complex information in person in an effective way.
  • Must be customer-service oriented with effective communication and telephone screening skills.
  • Must be able to interact courteously and communicate effectively with a diverse range of people on the telephone and in person such as clients, donors, board members, vendors, volunteers, staff etc.
  • Must be able to use knowledge of adoption services, foster care, and the DHS care system to adequately serve clients at the inquiry stage. This includes a working knowledge of DHS and private agency foster care and adoption programs to adequately help families assess which agency is the most appropriate for them.
  • Must be able to facilitate requests for information in Spanish and mono-language translations when necessary
  • Must be able to organize and maintain systems of information.
  • Must have experience with multi-line, moderate volume computerized phone and voice mail systems. Must be able to direct phone calls based upon various department protocols.
  • Must be able to maintain confidentiality of information.
  • Must be able to learn and implement new processes on job as required for quality improvement and agency direction.                     

Additional Requirements/Preferences, including Licenses and/or Certifications:

Requirements:

  • Must possess a valid driver's license from state of residence (Oregon or Washington), personal automobile liability insurance, and pass a DMV driving record check.
  • Must meet the driving requirements under the Agency Safe Driving Policy, and maintain a good driving record that is eligible for coverage by the agency's current insurance provider.
  • Must successfully pass the Department of Human Services (DHS) criminal background check and, if applicable, fingerprinting.
  • Must be able to pass the pre-employment reference checks.
  • Must be able to provide official grade transcripts, including the education level, from all educational institutions mentioned in the education section of the employment application.
  • Must be able to provide a copy of his/her own social security card for W-4 documentation.
  • Must be able to provide applicable documentation(s) for I-9 in order to establish identity and authorization to work in the US.

Preferences:

  • Minimum two years relevant experience with providing incoming customer service support at call centers or non-profit information and referral programs.
  • Bachelor's Degree
  • Bilingual in Spanish

Physical Requirements and Work Environment: Level 1

  • Work involves extensive verbal communications by phone and in person throughout the day, and via email
  • Must adhere to the Advancement Team dress code policy.
  • Job requires the ability to sit at switchboard and/or computer keyboard for periods of up to two hours at any one time.
  • Job requires some bending, lifting and carrying up to 20 pounds on an occasional basis.
  • Regular and reliable attendance is required. As Program Information Coordinator, may work nights and weekends.

 

Note: This job description is representative of the major position requirements and is not intended to be all-inclusive.

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